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Who uses this: Admins and Team Managers who manage Engage phone lines. Assignment Users and Limited Agents have no Engage access. Availability: Engage add-on · United States and Canada.
Voicemail is the greeting a caller hears when a call to an Engage phone line goes unanswered. You set one default voicemail greeting that covers every phone line under Engage > Settings > Voicemail Settings, and you can give an individual line its own greeting under Phone Numbers. Every greeting is either text to speech — you type the message and Engage reads it — or an audio recording you made yourself.

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Overview

Engage voicemail works on two levels. The default voicemail greeting plays on any phone line that has no voicemail set for it, so one message covers the whole account. A custom voicemail greeting on an individual phone line replaces the default on that line only, which is how you give one line a Spanish greeting, an after-hours message, or a location-specific message while every other line keeps the default. Each greeting uses one of these formats:

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Before you begin

  • Confirm Engage is enabled on your account. The FieldPulse team turns Engage on — contact support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.
  • Confirm your role has Engage access. Assignment Users and Limited Agents do not have access to Engage — see Engage User Roles Details.
  • To use an audio recording, record or upload the audio first under the Audio Samples tab — see Setting Up Audio Samples.

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Step-by-step setup

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Set the default voicemail greeting

The default voicemail greeting plays on every Engage phone line that does not have a greeting of its own.
  1. Go to Engage > Settings > Voicemail Settings.
  2. Select Text to Speech to type a message for Engage to read, or Audio Recording to use a greeting you recorded.
  3. Enter the message, or choose the recording.
  4. Select Save.
Voicemail Settings selected in the Engage settings menu, with the Default Voicemail Greeting section showing the Text to Speech and Audio Recording buttons, the message box, and Save

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Set a greeting for one phone line

A custom voicemail greeting on a phone line overrides the default greeting for that line.
  1. Go to Engage > Settings > Phone Numbers.
  2. Select the phone line you want to change. Phone Numbers selected in the Engage settings menu, showing the Purchased Numbers list with one phone line selected
  3. Under Custom Voicemail Greeting, select Default Voicemail, Text to Speech, or Audio Recording.
  4. Enter the message for Text to Speech, or choose your sample for Audio Recording. Default Voicemail needs nothing more — the line plays the account default, and you can view or edit that default back under Voicemail Settings.
  5. Select Save before navigating away from the page.
Custom Voicemail Greeting on a phone line with Default Voicemail selected and a note that the default can be viewed or edited
Custom Voicemail Greeting on a phone line with Audio Recording selected and a message that no audio samples have been added yet

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Settings reference

Supported audio file types differ by platform:

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Voicemail summaries

Every voicemail gets an AI-generated summary, written from the prompt set up under Engage > Settings > Transcripts and Summaries — see Setting Up Call Transcripts and Summaries. Open a voicemail’s details page to read the Voicemail Summary below the recording, on the web app and in the mobile app.

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FAQs

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Can archived or deleted voicemails be restored in Engage?

No. Once a voicemail has been archived in Engage, it cannot be restored. Save or act on any voicemail you need before you archive it. Your setup is working when an unanswered test call plays the greeting you set — the default greeting on lines with no greeting of their own, and the custom greeting on any line you overrode.